How to hire a senior service representative

How to hire a senior service representative, step by step

Here's a step-by-step senior service representative hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a senior service representative job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new senior service representative
• Step 8: Go through the hiring process checklist

What does a senior service representative do?

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1. Identify your hiring needs

   First, determine the employments status of the senior service representative you need to hire. Certain senior service representative roles might require a full-time employee, whereas others can be done by part-time workers or contractors.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   You should also consider the ideal background you'd like them a senior service representative to have before you start to hire. For example, what industry or field would you like them to have experience in, what level of seniority or education does the job require, and how much it'll cost to hire a senior service representative that fits the bill.

   This list shows salaries for various types of senior service representatives.

   Type of Senior Service Representative	Description	Hourly rate
   Senior Service Representative	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$16-33
   Service Lead	A service lead is a professional who manages a team of customer service staff members to support a company's customer service activities. Service leads help staff members respond directly to customers who need assistance through phone calls or emails and provide a quick resolution to the issues and concerns... Show more	$23-68
   Phone Representative	A Phone Representative answers customer calls, complaints, and inquiries professionally. They handle and resolve customer complaints related to its services/products and product/service sales... Show more	$12-32

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Veterans
   • Patients
   • Bank Products
   • Problem Resolution
   • Medicaid
   • Customer Issues
   • Customer Inquiries
   • Process Improvement
   • Inbound Calls
   • DOT
   • Anti-Money Laundering
   • Outbound Calls
   • Customer Service
   • Medical Equipment

   Check all skills

   Responsibilities:

   • Interact extensively with customers to achieve timely issue resolution while maintaining high standards for dock organization and cleanliness.
   • Handle all cross ship customer request RMA.
   • Process all incoming RMA requests in a timely manner and track to closure.
   • Process after hours pharmacy overrides for Medicaid recipients.
   • Determine eligibility for clients in the community for in-home and consumer direct service programs by reviewing Medicaid and Medicare guidelines.
   • Examine injure persons and administer first aid or cardiopulmonary resuscitation, if necessary, using training and medical supplies and equipment.

   More senior service representative duties

3. Make a budget

   Including a salary range in your senior service representative job description is a great way to entice the best and brightest candidates. A senior service representative salary can vary based on several factors:

   • Location. For example, senior service representatives' average salary in arkansas is 49% less than in district of columbia.
   • Seniority. Entry-level senior service representatives earn 51% less than senior-level senior service representatives.
   • Certifications. A senior service representative with a few certifications under their belt will likely demand a higher salary.
   • Company. Working for a prestigious company or an exciting start-up can make a huge difference in a senior service representative's salary.

   Average senior service representative salary

   $48,942yearly

   $23.53 hourly rate

   ---

   Entry-level senior service representative salary

   $34,000 yearly salary

   Updated December 16, 2025

   Average senior service representative salary by state

   Rank	State	Avg. salary	Hourly rate
   1	District of Columbia	$75,441	$36
   2	New York	$70,833	$34
   3	New Jersey	$60,747	$29
   4	Massachusetts	$59,673	$29
   5	Connecticut	$59,112	$28
   6	Maryland	$58,209	$28
   7	California	$56,722	$27
   8	Washington	$54,502	$26
   9	Minnesota	$53,139	$26
   10	Ohio	$52,546	$25
   11	Georgia	$52,527	$25
   12	Pennsylvania	$52,047	$25
   13	Michigan	$50,456	$24
   14	Texas	$50,420	$24
   15	Wisconsin	$49,799	$24
   16	Oregon	$49,345	$24
   17	Illinois	$49,303	$24
   18	North Carolina	$47,786	$23
   19	Indiana	$47,648	$23
   20	Florida	$46,945	$23

   Average senior service representative salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	BMO Capital Markets	$95,690	$46.00	9
   2	Ernst & Young	$87,868	$42.24	626
   3	Capgemini	$77,043	$37.04	8
   4	Deloitte	$76,420	$36.74	186
   5	BNY Mellon	$74,169	$35.66	18
   6	Amazon	$66,193	$31.82	14
   7	Moss Adams	$66,165	$31.81	48
   8	City of Riverside	$65,960	$31.71
   9	KPMG LLP	$60,724	$29.19	33
   10	Ahern	$60,606	$29.14	1
   11	Voith GmbH	$58,965	$28.35	3
   12	HNTB	$58,748	$28.24	3
   13	UMiami Health System	$58,635	$28.19
   14	Children's Hospital Colorado	$57,425	$27.61
   15	Minnesota State Fair	$56,429	$27.13	1
   16	Ricoh	$55,981	$26.91	20
   17	Washington County	$54,859	$26.37	1
   18	Service Employees International Union Local 205	$54,725	$26.31
   19	Children's Hospital New Orleans	$54,359	$26.13
   20	SS&C Technologies	$54,191	$26.05	6

4. Writing a senior service representative job description

   A job description for a senior service representative role includes a summary of the job's main responsibilities, required skills, and preferred background experience. Including a salary range can also go a long way in attracting more candidates to apply, and showing the first name of the hiring manager can also make applicants more comfortable. As an example, here's a senior service representative job description:

   Senior service representative job description example

   Pilot Flying J is the 10th largest privately held company in North America with more than 28,000 team members. As the industry-leading network of travel centers, we have 750+ retail and fueling locations in 44 states and six Canadian provinces. Our energy and logistics division is a top supplier of fuel, employing one of the largest tanker fleets and providing critical services to oil operations in our nation's busiest basins. Pilot Company supports a growing portfolio of brands with expertise in supply chain and retail operations, logistics and transportation, technology and digital innovation, construction, maintenance, human resources, finance, sales and marketing.
   
   Founded in 1958, we are proud to be family owned and consider our team members to be part of the family. Our founding values, people-first culture and commitment to giving back remains true to us today. Whether we are serving guests, a fellow team member, or a trucking company, we are dedicated fueling people and keeping North America moving.
   
   All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
   
   Pilot Flying J is part of the Pilot Company family of brands that keeps North America's drivers moving, including E-Z Trip, Mr. Fuel, One9 Fuel Stop, Pride, StaMart and Xpress Fuel.
   The purpose of this job is to respond to escalated calls, as well as motivate
   and mentor assigned Guest Services Call Center team members to reach
   department goals and company initiatives Essential Functions Respond to and resolve escalated calls Provide team member coaching and guidance in resolving difficult or complex issues Identify quality-related performance opportunities by observing and coaching Role model best-in-class call center practices Provide input for team member appraisals and assist with development of short and long-term team member goals Maintain a working knowledge of all policies and procedures within the Guest Services department as well as other departments within the company Assist with implementation of new processes, programs, and technology Maintain knowledge of all services offered at company Travel Centers Maintain working knowledge of all company software aligned with guestor team member needs Coach team members in response to scorecard and daily metrics Update and maintain Guest Services manual (on-line and hard copy) Assist in the training of new hires and existing team members Maintain and update all testing for Guest Services Call Center Representatives Prepare and maintain job aids to assist in training Model behaviors that support the company’s common purpose; ensure guests and team members are supported at the highest level Ensure all activities are in compliance with rules, regulations, policies, and procedures Complete other duties as assigned High school diploma or equivalent certification required Two years’ experience in retail operations or call center required Experience using call center software preferred Knowledge Intermediate Microsoft Office skills Ability to guide and coach less experienced team members Ability to manage negative guest sentiment while maintaining a positive and high-energy work environment Ability to handle difficult issues and complaints while exemplifying guest service Written and verbal communication skills Strong guest service skills and the ability to exhibit empathy Ability to adapt to change and willingness to take on new tasks Strong interpersonal skills Champion change Demonstrate a passion for delivering a positive customer experience Demonstrate professionalism and expertise in an ever-changing environment
   All your information will be kept confidential according to EEO guidelines.
   By submitting your interest in this job, you agree to receive text notifications with additional steps to complete your job application. You will receive up to 6 messages from the number "63879". Message & data rates may apply. Please refer to our privacy policy for more information.

   Copy this example

   

5. Post your job

   There are a few common ways to find senior service representatives for your business:

   • Promoting internally or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to meet candidates with the right educational background.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to recruit passive job-seekers.

   Post your job online:

   • Post your senior service representative job on Zippia to find and recruit senior service representative candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Your first interview with senior service representative candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   It's also good to ask about candidates' unique skills and talents. You can move on to the technical interview if a candidate is good enough for the next step.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new senior service representative

   Once you've found the senior service representative candidate you'd like to hire, it's time to write an offer letter. This should include an explicit job offer that includes the salary and the details of any other perks. Qualified candidates might be looking at multiple positions, so your offer must be competitive if you like the candidate. Also, be prepared for a negotiation stage, as candidates may way want to tweak the details of your initial offer. Once you've settled on these details, you can draft a contract to formalize your agreement.

   It's also good etiquette to follow up with applicants who don't get the job by sending them an email letting them know that the position has been filled.

   To prepare for the new senior service representative first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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How much does it cost to hire a senior service representative?